Lost Admin Access – Admin's email was deleted after resignation

Question

Hi Atlassian Support team,

I am writing to request urgent assistance regarding admin access for our site: https://jlt-dx.atlassian.net/

Currently, we have lost all administrative access due to the following situation:

* The site had only one administrator.

* That administrator recently resigned from the company.

* Upon their resignation, their company email account was deleted.

* As a result, we cannot log in to the admin account or reset the password.

Since we are currently unable to manage our Jira instance, we would like to transfer the administrator privileges to a new email address.

Could you please guide us through the verification process to prove our ownership of this instance and help us appoint a new administrator?

I look forward to your guidance.

Best regards,

nykim

Arkadiusz Wroblewski · Answer

Hello @김 남영

In addition to what @Trudy P Claspill  said, from an IT perspective there are still a couple of things your IT team could check.

One option would be to add the user’s old email address back as an smtp alias, which may help with restoring email delivery.

Also, depending on where your mail system is hosted, there is usually a restore window for deleted users or mail-related objects. In Microsoft environments, for example, there is often a limited period during which the account can still be recovered.

I would definitely recommend involving your IT department directly here too,

Trudy P Claspill · Answer

Hello @김 남영

Welcome to the Atlassian community.

We are a user community and don't have access to your account and subscriptions. We cannot help you directly.

You will need to contact the Atlassian team directly. You can do that through the following site:

https://www.atlassian.com/company/contact/purchasing-licensing#/

If you are able to get this resolved your company should implement a policy of having at least two administrators for your Atlassian Cloud Organization, and also a procedure for ensuring that accounts are disabled rather than deleted until full analysis of the user's access has been completed.

Good luck!